Senior Customer Service Officer

Senior Customer Service Officer Organisation/Entity: Transport For NSW Job category: Projects Job location: Parramatta, NSW, AU, Job reference number: Employment type: Fixed Term Full-Time Salary range: $ $

You're agile, keen and open to meaningful work and opportunities that come your way.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:
Work as part of a team delivering exceptional customer service and handling second level escalations/complaints/queries related to Opal,/ Transport Connect or other Transport related issues. This role will support the team leader in running a team that manages a high volume of complaints and queries, coordinates with the Subject matter experts, maintains records and responds to ensure the highest level of customer satisfaction is achieved. The purpose of this role is to provide support and assistance to the Customer Service Team Leader in implementing a customer-focused service through the effective and accurate configuration of customer-facing systems, drafting and seeking approval for responses to customer issues, external requests for information and analysing reporting relating to customer interactions with the system and proposing opportunities for improvements.

You will respond to and process customer inquiries and applications, including updating customer details, resolving account anomalies, addressing exceptions and errors, and managing escalated customer feedback and complaints. It is evident that this role has a multifaceted contribution, emphasizing its impact on customer satisfaction and financial integrity.

For more information on this position and business unit, view the role description and information pack.

About you
You are experienced ideally in a leadership role, within a high volume sensitive customer service space and bring relevant experience within similar environments, and are skilled in working in a fast-paced, dynamic environment. You have managed customer accounts within a public sector environment, which is high volume, competitive and customer focused . You possess strong experience working on Salesforce Lightning and Salesforce Classic responding to feedback and complaints. As a proactive individual with excellent communication, interpersonal and negotiation skills you will be able to influence others by the high standards you set to meet the varying expectations of internal and external customers and stakeholders. You are experienced when it comes to working in a challenging high-volume Customer Service environment & have a passion for continuous improvement. You have experience providing high touch customer service & being a customer advocate. You have strong communication (written, oral & active listening) skills coupled with an empathetic and patient nature will enable you to provide expert advice & see you thrive in this role. You will be a collaborator & multi-tasker by nature with the ability to build relationships with a diverse range of stakeholders both internally and externally. Experience in investigating and responding to ministerials will be well regarded.
In addition, your investigative, analytical and problem-solving skills including your attention to detail will see you solving complex customer disputes in a timely manner.

Who we are
Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

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Join us

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team's home base location with remote days.

What are you waiting for…? Connect with us. Apply now

Applications close: 11:59 pm Thursday, 19 June 2025

For more information about this role, please contact [email protected].

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.

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